Appalling service

★★★☆☆
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54% of users recommend this

RachelZ's review of Crystal Ski www.crystalski.co.uk

★☆☆☆☆

“Appalling service”

Written on: 24/12/2013 by RachelZ (1 review written)

Through multiple errors and terrible customer service, Crystal Ski have ruined my New Year's holiday plans in St. Anton in Austria. They made an error in the room booking, booked me instead into a resort (Seefeld) which is 100kms away from the rest of my friends in a "basic room with NO FACILITIES" without confirming the change and downgrade with me, sneakily sent me an email at 01:51am about this, and then left the office and their premium call centre number un-manned over the 24th-25th-26th December so there is nobody who I can talk to or take remedial action on this! I have called the out-of-hours centre, I have also called the Austrian rep for Crystal Ski, and I have emailed the Customer Services address, but there have been no signs of life throughout today apart from the pre-recorded answering machine message that no one will be in the office before the 27th December! You will understand my distress seeing that I am meant to start this holiday on the 28th Dec.

I find it unbelievable that what is meant to be the "no.1 ski operator in the UK" has an unmanned call centre for 3 days during peak travel time when their customers probably need them the most urgently, whilst all its staff have their holiday!!!!!!!! Surely such a company would want to ensure that its customers are well served?!?! I think this is basic customer service, and find the lack of this as a sign of short-sightedness, inexperience, incompetence and arrogance. I would STRONGLY DISCOURAGE anybody to travel with this company. Their approach to customer service is amateurish at best. A good company isn't about profits - it is about gaining the trust of the public. Clearly Crystal Ski has a lot to learn in this field.

Crystalskiholidays's Response to RachelZ's Review

Written on: 18/07/2014

Hi, we’re sorry to hear about you experience with us last winter.

We’d still like to help and explain our opening hours – if you get in touch with our Customer Services team and we’ll see what we can do.

Thanks,
Nick,
Crystal Ski Holidays

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